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For Companies At a Glance
- Tasks: Handle patient complaints and feedback, ensuring timely responses and resolutions.
- Company: Join The London Clinic, a leading private hospital with a rich history and supportive culture.
- Benefits: Enjoy a competitive salary, a warm working environment, and opportunities for personal growth.
- Why this job: Make a real impact by improving patient experiences in a collaborative healthcare setting.
- Qualifications: Experience in customer service or healthcare, with knowledge of complaints handling and data protection.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 34714 - 44458 ÂŁ per year.
We have an exciting opportunity for an experienced Complaints Officer to join our Clinical Governance team here at The London Clinic, on a 12 month fixed term opportunity. This is a band 5 role, with a competitive salary between ÂŁ34,714 - ÂŁ44,458.
About us
Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with 8 state-of-the-art facilities located in the heart of London’s medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of “We go further”, “We work as one” and “We personalise care.”
Job Profile
Reporting to the Head of Quality and Patient Experience, this is a key role in our healthcare governance function and will be responsible for working within a team dedicated to the day to day handling of complaints, concerns, patient satisfaction surveys and supporting teams to provide local resolution. The Complaints Officer will play a significant role in providing an exemplary complaints service for our patients - putting things right when they go wrong - and for providing appropriate support to colleagues in responding to issues.
Your responsibilities will also include:
- Managing the administration of all complaints, feedback and comments across The London Clinic via Datix risk management system.
- Ensuring all enquiries are acknowledged and responded to within the required timeframes and in-line with Independent Sector Complaints Adjudication Service (ISCAS) code of best practice.
- Communicating with and supporting patients and visitors via telephone calls and emails according to their preference and to provide the most responsive service.
- Working with the Patient Relationship Manager and Deputy Patient Experience Manager to co-ordinate the complaints investigation process and providing swift and thorough review of all patient complaints.
- Drafting responses to complaints via email and letter with support from Patient Relationship Manager and Deputy Patient Experience Manager.
Skills & Experience
- Experience working in patient experience or complaints or customer service roles.
- Proven experience in a customer facing environment – healthcare or hospitality preferred.
- Experience of collaborative working (e.g. with clinicians in health care settings).
- Experience of working in accordance with the Data Protection Act, GDPR and Caldicott principles.
- Knowledge of healthcare systems and processes.
- Knowledge of best practice in complaints handling.
The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community. We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team. The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups.
Complaints Officer employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with the Independent Sector Complaints Adjudication Service (ISCAS) code of best practice. Understanding these guidelines will not only help you in the interview but also demonstrate your commitment to high standards in complaints handling.
✨Tip Number 2
Network with professionals in the healthcare sector, especially those who have experience in patient experience or complaints roles. Engaging with them can provide valuable insights and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare to discuss specific examples from your past experiences where you successfully resolved complaints or improved patient satisfaction. This will showcase your problem-solving skills and ability to work collaboratively in a healthcare setting.
✨Tip Number 4
Research The London Clinic’s values and mission. Tailoring your responses to align with their core values of 'We go further', 'We work as one', and 'We personalise care' during the interview will show that you are a good cultural fit for the team.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and required skills for the Complaints Officer position. Tailor your application to highlight your relevant experience in patient experience or complaints handling.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer-facing roles, particularly in healthcare or hospitality. Provide specific examples of how you've successfully managed complaints or improved patient satisfaction.
Showcase Your Skills: Demonstrate your knowledge of best practices in complaints handling and your understanding of healthcare systems. Mention any experience you have with data protection regulations, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for patient care and your commitment to resolving complaints effectively. Use this opportunity to convey your alignment with The London Clinic's core values and culture.
How to prepare for a job interview at TN United Kingdom
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Officer. Familiarise yourself with the key tasks mentioned in the job description, such as managing complaints and supporting patient satisfaction. This will help you demonstrate your knowledge and enthusiasm during the interview.
✨Showcase Relevant Experience
Prepare to discuss your previous experience in customer service or complaints handling, especially in healthcare settings. Be ready to provide specific examples of how you've successfully resolved issues or improved patient experiences, as this will highlight your suitability for the role.
✨Familiarise Yourself with Best Practices
Research best practices in complaints handling and the relevant regulations, such as the ISCAS code of best practice. Being able to discuss these during your interview will show that you are proactive and knowledgeable about the standards expected in the role.
✨Demonstrate Communication Skills
As a Complaints Officer, strong communication skills are essential. Practice articulating your thoughts clearly and concisely, and be prepared to discuss how you would handle difficult conversations with patients or colleagues. This will help convey your ability to manage sensitive situations effectively.
